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The following are answers to commonly asked
questions about WildBlue.
General Information:
1. What
is the WildBlue service and where is it available?
2. Why
should I get WildBlue?
3. How
hard is it to use?
4. Who
do I call if I have a problem?
5. What
equipment is needed to get the WildBlue service?
6. What
are my computer system requirements to get WildBlue?
7. Are
there any cancellation fees?
8. What
kind of speed can I expect?
Services and Prices:
9. What
does WildBlue cost?
10. What
email do I get with my WildBlue account?
11. What
web space do I get with my WildBlue account?
12. Do
I get dial-up service with my WildBlue account?
13. Will
WildBlue require a separate account with an Internet Service Provider
(ISP)?
14. If
I sign up for WildBlue service, can I keep my AOLŪ account?
15. Will
you limit heavy bandwidth users?
16. Do
you offer a limited warranty on the equipment?
Availability Information:
17. When
and where will the service be available?
18. Can
I get WildBlue service in a mobile vehicle like an RV or boat?
Installation Information:
19. What
will the installation process be like? Can I install my own dish?
20. Can
I use wireless home networking with WildBlue?
21. Do
customers have to have a phone line in addition to the satellite
connection?
22. Do
I need a southern line of sight to receive a signal from your satellite?
Technical Information:
23. How
fast is this service? How does it compare to cable modems and DSL?
24. What
operating systems are compatible with the WildBlue service?
25. Will
WildBlue work with Macintosh computers?
26. What
Web browsers and email clients does WildBlue support?
27. Will
I be able to use a virtual private network (VPN) with WildBlue service?
28. What
is the impact of latency? Can I play real-time Internet games or make
Internet phone calls on your service?
29. What
if my computer did not come with a Network Interface Card (NIC)? What can I
do?
30. Is
WildBlue service affected by weather?
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General Information:
1. What is the
WildBlue service and where is it available?
WildBlue is a high-speed Internet access service for homes, home offices
and small offices. It will be available in virtually every location across
the continental United
States.
2. Why should I get
WildBlue?
WildBlue provides access to the Internet at much higher speeds than dial-up
access: up to 1.5 Mbps which is more than 30 times faster than dial-up. A
whole new world of content will open up to you with your broadband
connection. And with WildBlue, you get an "always on" connection
which means no dialing-in or other delays to get high-speed access to the
Internet.
3. How hard is it to
use?
Not hard at all. Once we professionally install your WildBlue system, you
are ready to surf the Internet at lightning fast speeds. You can use your
same web-browser, go to the same sites, use your email, etc. just like you
always have...but a lot faster! And it's always on so no more dialing-in
delays, or getting "bumped off."
4. Who do I call if
I have a problem?
You just call our friendly customer care agents, 24 hours a day, 7 days a
week.
5. What equipment is
needed to get the WildBlue service?
It's easy. All you need is a WildBlue minidish and a WildBlue modem.
6. What are my
minimum computer system requirements to get WildBlue?
Most computers in use today will meet our minimum system requirements. If
you don't know if you meet them, please contact us and we can help you
figure it out.
PC/ Windows: 300 MHz or faster processing speed, minimum 128 MB Random
Access Memory (RAM), and Windows 98SE, ME, 2000, or XP operating system.
100 MB of hard drive space and an ethernet card are required.
Macintosh: 300 MHz or faster processing speed, 128MB Random Access Memory
(RAM), and OS 9, OS 10.2 or higher operating system. 100 MB of hard drive
space and an ethernet card are required.
7. Are there any
cancellation fees?
WildBlue customers are required to sign a service contract when they
initiate service. If you disconnect your service before the contract
expires, there will be a cancellation fee equal to the price of your
monthly service multiplied by the remaining number of months in your
contract.
8. What kind of
speed can I expect?
WildBlue will offer different packages that provide you different speed
levels. Our core Value Service will offer up to 512 kbps download speed. We
plan to offer other services with up to 1.5 Mbps download speeds. View our speed demo.
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Services and Prices:
9. What does
WildBlue cost?
There are two costs - an upfront fee to pay for the equipment and
professional installation, and a monthly service fee for the high-speed
Internet access. We will offer a variety of packages at different monthly
fees, including a Value Service at $49.95 per month.
10. What types of
email options do I get with my WildBlue account?
We offer an advanced suite of Internet services including the commonly used
POP3 (like Outlook or Outlook Express) and web-based email options. Our
subscribers will receive between 5 and 10 email addresses (each with at
least 10 MB capacity depending on the package chosen). More email addresses
and additional capacity are available. Learn more about the packages we
offer for your home and small office.
11. Do I get web
space with my WildBlue account?
Yes. We provide customers with between 10 and 20 MB of web space as part of
their WildBlue service package. The exact storage space depends on which
package you choose to buy. Learn more about the packages we offer for your home and small
office.
12. Do I get dial-up
service with my WildBlue account?
Yes. We will offer a remote-access dial-up service to our subscribers,
allowing you to access your email when you are not at home or out of the
office. Instructions for remote access will be included with your
installation. Learn more about the packages we offer for your home and small
office.
13. If I have
WildBlue, do I need an additional account with an Internet Service Provider
(ISP)?
No. The WildBlue service includes all key ISP features like email, web
space, etc. If you prefer, you can continue to use your existing email
account and use the WildBlue service for your broadband Internet access.
14. If I sign up for
WildBlue service, can I keep my AOLŪ account?
Yes, if you prefer. You can use WildBlue for high-speed broadband Internet
access and keep your AOLŪ service if, for example, you want to retain your
current email account. You will need to pay a separate fee directly to AOLŪ
beyond your monthly WildBlue fee. Please contact AOLŪ directly for more
information.
15. Will you limit
heavy bandwidth users?
As is standard with other Internet Service Providers, WildBlue will ensure
that its service operates at optimum speeds for all of its customers. Since
WildBlue is a shared network, we will have a Fair Access Policy to ensure
that extraordinary usage by a few customers doesn't negatively affect the
normal usage of other customers. For the vast majority of users, the Fair
Access Policy will have no effect on their usage. For a few very heavy
bandwidth users, the system may restrict their bandwidth and therefore
their speed. WildBlue's Fair Access Policy will be well-documented and
communicated to you before you become a customer. We plan to offer multiple
service levels that should accommodate most users' needs.
16. Do you offer a
limited warranty on the equipment?
Yes. You will receive a manufacturer's warranty on all equipment at no
charge when you become a customer.
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Availability Information:
17. When and where
will the service be available?
We expect to begin offering the WildBlue service in the second quarter of
2005 to customers throughout the community. Please enter your name on the priority waitlist (there is no
obligation to purchase the service) and we'll contact you when WildBlue is
available in your area.
18. Can I get
WildBlue service in a mobile vehicle like an RV or boat?
Not at this time. WildBlue service was designed for stationary locations
like homes and small businesses. We do not offer broadband service for mobile
vehicles at this time.
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Installation Information:
19. What will the
installation process be like? Can I install my own dish?
Our professional installers will quickly and efficiently install equipment and
activate WildBlue's broadband service at your chosen location. The
satellite mini-dish is about 26 inches x 28 inches and can be easily
mounted on a roof, outside wall or in the ground. A cable from the dish
will connect to a satellite modem (a small box usually placed next to the
computer), which will connect to your computer via an Ethernet connection.
Installation will require an installation professional to make sure that
the dish is pointed at the satellite accurately and to verify that all
connections are made properly. Self-installation is not currently being
offered. See our How it Works Demo.
20. Can I use
wireless home networking with WildBlue?
Yes. WildBlue is compatible with all major wireless home networking
products.
21. Do customers have
to have a phone line in addition to the satellite connection?
No. WildBlue offers an efficient 2-way broadband connection that requires
no phone lines.
22. Do I need a
southern line of sight to receive a signal from your satellite?
Yes. You will need a clear view of the southern sky to receive a signal
from the WildBlue satellite.
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Technical Information:
23. How fast is this
service? How does it compare to cable modems and DSL?
WildBlue's always-on broadband Internet connection provides a user
experience similar to most DSL and cable modem services. At launch, we will
offer downstream speeds of up to 1.5 Mbps - more than 30 times faster than
today's dial-up speeds. WildBlue's high bandwidth opens up a window to a
world of rich content that is largely unavailable through dial-up modems.
See our WildBlue Speed Demo.
24. What operating
systems are compatible with the WildBlue service?
Windows/PC: Windows 98SE, ME, 2000 or XP
Mac: OS9, OS 10.2 or higher
25. Will WildBlue
work with Macintosh computers?
Yes. The WildBlue service is compatible with Macintosh computers.
26. What Web browsers
and email clients does WildBlue support?
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Web Browsers:
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Windows/PC:
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Internet
Explorer 5.5 & 6, Netscape 6 & 7.x, Mozilla 1.7.3, Firefox 1.x
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Mac:
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Netscape 7.x,
Safari 1.x, Mozilla 1.7.3, Firefox 1.x
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Email Clients:
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Windows/PC:
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Outlook Express
5 & 6, Outlook XP & 2003, Netscape Mail 6 & 7
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Mac:
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Outlook Express
5, Outlook 2001, Outlook 2004, Netscape Mail 6 & 7, Apple mail
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27.
28. Will I be able to
use a virtual private network (VPN) with the WildBlue service?
Yes. WildBlue recommends the use of SSL-based VPNs as they work well on the
WildBlue network because they work efficiently over a satellite connection.
IP Sec-based VPNs may be slower due to the effects of latency. Our customer
care representatives can explain more to you about VPNs.
29. What is the
impact of latency? Can I play real-time Internet games or make Internet
phone calls on your service?
The WildBlue system is engineered to help offset the impact of latency,
which is the delay caused by sending signals from the earth to the
satellite and back again. However, there is a delay of about a quarter
second as the signal travels up to the satellite and back down to the
ground. For most applications this latency does not affect performance,
however, there are some applications like voice over IP (telephone service
delivered over the Internet, also known as VoIP), or real-time interactive
gaming, where latency will have a noticeable effect on performance over the
WildBlue network, as it would on any satellite-delivered service.
30. What if my
computer did not come with a Network Interface Card (NIC)? What can I do?
Many computers can be upgraded with a 10/100 Ethernet Network Interface
Card (NIC) - which you can find at almost any consumer electronics store,
or at an online store. If you are comfortable with opening your computer
and installing hardware, most Ethernet NICs can be self-installed. Check
with your computer manufacturer for more information on the right Ethernet
NIC for your system.
Also, if you have an available USB port on your computer, you can purchase
a USB Ethernet adapter (available at almost any consumer electronics store,
or online) This may be easier to install than a PCI card in your computer.
For a laptop, you can purchase a standard PCMCIA card that provides an
Ethernet connection, or you can purchase a USB Ethernet adapter as well. We
recommend that you upgrade your computer to meet all of the requirements
listed above to get the most out of your Internet experience.
31. Is WildBlue
service affected by weather?
The WildBlue service is only minimally affected by weather, and only under
extreme conditions. The WildBlue service will offer availability equal to
that of satellite TV. Like satellite TV services, during a very heavy
rainstorm, you may notice slower WildBlue speeds, but this should normally
only last a few minutes.
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